Poor customer service by front desk staff after arriving.
I am writing to request a refund or compensation in the form of points due to several issues I experienced during my recent stay.
When I arrived on Thursday in the pouring rain—after multiple delayed flights—the shuttle driver was extremely rude to the couple dropping me off under the covered drive. He became visibly impatient as I gathered my belongings and made sure I had everything, which created an uncomfortable and unwelcoming start to my stay.
At check-in, the front desk associate went on at length about the breakfast served at the hotel. Only later did I discover that it was not complimentary, which felt misleading and added to an already frustrating arrival.
When I got to my room, I attempted to use the restroom but couldn’t because the toilet chain was broken. Maintenance was initially sent to the wrong room because the front desk didn’t verify my room number, causing further delay. Later that evening, when I tried to take a bath, I discovered there was no hot water.
On Friday, I received a text message asking what could make my stay better. I responded, but I never received a reply or acknowledgment. This lack of follow-through and communication was disappointing.
Overall, the service and condition of the property did not match the price I paid. The experience felt comparable to a much lower-tier hotel, and certainly not what I expected during such an important weekend as the St. Jude Marathon.
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